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3.0 out of 5.0 (1 ratings)

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  • 3 out of 5.0, Reviewed

    Product(s): MatrixMobile

    Carrier agnostic but can replace with in-house low tech staffing.

    Overall Comment

    I was very frustrated with their implementation team and inability to demo the configurations I was being asked to choose among. not unexpectantly, I discovered that there were issues with the implementation in terms of the user defined fields.

    What one piece of advice would you give other prospective customers?

    Dig deeper on their promises. Tell them no deal till see the mockups of customized portals

    What do you like most about the product or service?

    Their procurement team that receives and processes our orders is actually excellent and a pleasure for our Help Desk techs to work with

    What do you dislike most about the product?

    Their reports are horrible enough that i was banned from allowing to distribute to our managers. instead, we wrote a VB application to generate 120 excel sheets that they then send out monthly. Similarly, the portal was deemed below our customer experience standards so our Help Desk is still the only point of contact to Tangoe, wiping out many assumptions of process improvement.

    What one thing do you wish the vendor did differently?

    Portal improvements are needed. User defined fields must be more reportable

    If you could start over, what would your organization do differently?

    I would carefully compare addition of a single staff and some SharePoint process flows. I also was stunned to find out as an international cargo plane company that they do not optimize international charges.... quite low business value to this relationship

    Product capabilities - overall comment

    We are not using it for anything other than placing orders to various vendors and allocating the charges. Again the portal is just not very good.

    Service & support - overall comment

    We still hold weekly meetings and they proactively review orders. monthly jobs are tracked to make sure timely.

    Integration & Deployment - Overall comment

    We had some issues due to the HR hierarchy and their inability to explain the second structure... i question the actual IT background of the implementation team.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(1)
3.0

Ability to understand your organization's needs

(1)
5.0

Timely and complete response to product questions

(1)
3.0

Pricing and contract flexibility (pricing and terms)

(1)
5.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(1)
3.0

How long did your deployment take?

6 - 9 months (<9)


Quality and availability of end-user training

(1)
2.0

Ease of deployment

(1)
4.0
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(1)
4.0

Did you purchase a support package from the vendor?

No


Was the support package worth it?


Timeliness of vendor's response

(1)
5.0

Quality of technical support

(1)
4.0
Section
1

Product Capabilities

Overall rating of product capabilities

(1)
3.0

Scalability

(1)
4.0

Cloud Architecture

(1)
4.0

Remote Support

(1)
4.0

Client Management

(1)
4.0

Administration and Usability

(1)
3.0

Content Access and Distribution

(1)
3.0

Mobile Device Support Breadth

(1)
5.0
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Development/Integration

Functional Assessment

Rollout and Install

Technical Assessment

User Training

Vendor Management

Vendor/Product Selection


Why did your organization purchase an EMM suite?

To create internal/operational efficiencies

To deploy mobile devices

To manage cost


What other vendors were considered?

Other...


What were the key factors that drove your organization's decision?

Breadth of services

Overall cost

Product functionality and performance


In which region(s) did your deployment take place?

North America